Client Experience Manager

fil; Toronto; Hybrid; CAD 85,000 - 110,000; Full time

Job summary

Fidelity Canada seeks a Client Experience Manager to own relationships with advisor offices, coordinate operational activities, and advocate for an effortless experience for clients across Fidelity investments Canada ULC.

The role emphasizes excellent interpersonal and problem-solving skills, with a focus on trade-offs and ensuring compliant service delivery while supporting digital adoption.

Qualifications

• 3+ years of experience in mutual funds or financial services (required).
• Minimum 2 years' experience in inbound call inquiries (required).
• Minimum 1 year experience in transaction and/or adjustment processing (required).
• Experience with end-to-end customer relationship management is preferred.

Responsibilities

• Manage relationships with advisor offices and act as first point of contact for operational inquiries and escalations.
• Take ownership of inquiries to ensure timely resolutions per Fidelity policies.
• Represent Fidelity professionally and service clients with best practice business etiquette.
• Coordinate and document all operational activities for assigned clients and serve as policy expert within FIC.
• Partner with internal teams to strengthen client loyalty and promote a seamless experience.
• Lead discussions and develop action plans to address issues, aiming to maximize client satisfaction and trust.

Skills

Relationship management

Customer service

Communication

Problem solving

Operational knowledge

Education

IFIC or CSC

Job description

Job Description

Current work authorization for Canada is required for all openings.

You will be working on a hybrid schedule as part of Fidelity's dynamic working arrangement.

The work location for this role is 483 Bay Street in Toronto until approximately late 2026, when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.

Who We Are

At Fidelity, we've been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and we're constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future.

Working with us means you'll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You'll have a wide range of opportunities to grow and develop your career in an inclusive environment where you'll feel valued and supported to be your best - both personally and professionally.

Why Join the Client Experience Team?

Join a team that directly influences the experience of Fidelity's most valued advisor partners. As part of the Client Experience Team, you'll build trusted relationships, solve complex business challenges, and play a key role in shaping how clients experience Fidelity.

As a Client Experience Manager, the primary focus of the role is being the primary relationship owner, portfolio manager, advisor engagement lead.

How You'll Make an Impact

The Client Experience Team (CET) provides personalized service to Fidelity investments Canada ULC clients who meet the criteria of experiencing operational issues or challenged challenges related to the complexity of the business they do with Fidelity.

The Client Experience Manager is accountable for establishing, building, and maintaining strong relationships with their portfolio of advisor's offices. The CEMs support their advisor's offices, ensuring exceptional operational service while also being able to effortlessly influence them to ensure a compliant environment by acting as the "voice" of FIC's operational service.

Key Accountabilities / Responsibilities:

Relationship management

Establish, build and maintain relationships with their advisors and key members of their offices and act as the first point of contact for any of their operational inquiries and escalations.

Take full ownership of inquiries and escalations to ensure resolution according to Fidelity's policies and procedures.

Represent Fidelity in a professional manner, ensuring that we service clients with best practice business etiquette, including in-person attendance upon request for advisor sales events or other client-facing meetings

Operational Expertise

Coordinate, manage and document all operational activities of assigned clients and act as the expert on operational policies and procedures within FIC.

Partner with internal clients to reinforce clients Effortless Experience

Coordinate with Advisor Sales and other internal partners to positively strengthen client’s loyalty

Promote and support Innovation and continuous improvement environment

Champion innovation and continous improvement

Promote and support new systems and services offerings.

Become an expert in influencing and ability to inspire change and promote digital adoption

Develop a deep understanding of advisor business models

Act as the expert on how each advisor's team run their operations.

Organize service review discussions with clients and develop and execute action plans to address issues.

Confidently Lead Discussions and Provide Solutions to Business Problems

Act as the expert on FIC operational policies and procedures with advisors' offices on how to process business.

Act as the internal liaison/advocate for clients in interactions with key support groups across FIC to ensure client expectations are surpassed, to maximize the relationship and promote the FIC brand.

What We Are Looking For

Experience:

More than 3 years related work experience in the mutual fund or financial services industry (required)

Minimum of 2 years' experience in in-bound call inquiries (required)

And/or

Minimum of 1 year experience in transaction and/or adjustment processing (required)

Experience with end-to-end customer relationship management is preferred

Education:

Post‑s

Designations, Licenses, or Accreditations

IFIC or CSC is preferred

The Expertise You Bring:

Exceptional interpersonal skills, particularly on the telephone and sometimes in person , including conflict resolution, negotiation and problem-solving skills.

Excellent relationship building capabilities - Extremely organized, with associated time management skills. Proven experience in building and managing relationships with customers.

Excellent Mutual Funds industry operational knowledge (policie